Delivering Alcohol

At Deliveroo, we know that nothing complements a hot bowl of pasta better than a glass of red wine, or pairs with a juicy burger like a cold beer does… some things are just better when enjoyed together.

That’s why we’re happy to be able to provide customers with the option of ordering alcohol from our platform.

However, it is extremely important that we make sure that we always deliver liquor responsibly.

So what are the rules when it comes to delivering alcohol in Australia?

You must check that the customer is over 18 – this includes not supplying alcohol to someone who may give it to a minor (secondary supply)

You must not deliver to someone who is intoxicated

Checking that the customer is over 18

Ask for ID from all customers who appear to be 25 years or younger, to confirm they are over 18:

Look at their ID card and look at the person offering the ID card to verify that it is the same person

Confirm it is current, valid and an acceptable form of ID (see below for more details on this)

How to check ID

Your rider app will prompt you to check ID if the order contains alcohol. All you need to do is input the customer’s date of birth as it appears on their ID and the app will tell you if they are over 18.

If the customer is over 18, the app will prompt you to continue with the delivery as usual

If the customer is under 18, the app will not allow you to complete the delivery and you will be prompted to mark the order as ‘undelivered’

Here are some tips to check that the ID is valid…

Check the expiry date as well as the date of birth – you should not accept an expired ID

Make sure the ID includes a hologram or other security features such as barcodes or serial numbers

Look for signs that the ID might be fake, such as wrinkles, bumps and air bubbles on the surface of the ID

What are acceptable forms of ID?

You can accept the following forms of ID when delivering alcohol:

Australian driver’s license

Australian learner’s permit

Proof of age card

Keypass card

Australian or foreign passport

The ID must be in its original form. No photocopies, photos or screen captures of ID can be accepted.

If you are delivering alcohol, you will be prompted in the app to check the customer’s age. If the customer looks under the age of 25, you will be asked to provide the customer’s date of birth in the app. It’s important that you record the customer’s date of birth as it appears on their ID, as this will show you have checked their ID and are doing the right thing when it comes to age-restricted deliveries.

What should I do if the customer can’t produce ID or I can’t find the customer?

If the customer can’t produce ID or you can’t find the customer, please contact the live support team.

You should tell the customer that you must return the alcohol to the restaurant or bottle shop, because you haven’t been able to verify their ID. You may still deliver any food that is in the order

Return the alcohol to the restaurant or bottle shop

You will receive an additional fee for returning the alcohol to the restaurant

What if I think the customer might be giving the alcohol to someone under 18 (secondary supply)?

Secondary supply occurs when a person over the age of 18 provides alcohol to a minor. You may be held responsible and given a fine for supplying alcohol to a minor via secondary supply.

Look out for suspicious circumstances like the ones below:

House parties or gatherings where you suspect there are people under the age of 18 present

Delivery to an address where you have seen people under the age of 18 loitering around the corner or across the road

Where you overhear a person who appears to be under the age of 18 talking about the alcohol delivery

In these instances, you must ask to see the ID of all people who appear under the age of 25 years old at the delivery address.

If those who appear under the age of 25 cannot provide ID, you are not able to complete the delivery and must follow the steps outlined above.

Not delivering to someone who is already intoxicated

You are legally not allowed to supply alcohol to intoxicated persons. If you are found delivering alcohol to someone who is already intoxicated, you may be fined.

If you arrive at the customer’s location and notice that the customer is intoxicated, you must contact the Live Ops team (+61 (0)2 8320 8541).

You should tell the customer that you must return the alcohol to the restaurant or bottle shop, because you believe they are intoxicated. You may still deliver any food that is in the order

Return the alcohol to the restaurant or bottle shop

You will receive an additional fee for returning the alcohol to the restaurant

Here are some tips to tell if someone is intoxicated…

There are a few signs to look out for when trying to determine if someone is already under the influence:

Slurred speech; too loud or too fast

Lack of coordination and weakened balance

Staggering walk or inability to walk

Slower reaction times

Smells of alcohol

What if I don’t want to deliver alcohol?

If you have picked up an order from a restaurant and realise that it contains alcohol, please contact Live Ops – we will unassign you from the order.If you have any questions or concerns with regards to delivering alcohol, please head to our Help Centre.